Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/14/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 30, 2025, I towed my 2013 Jeep Grand Cherokee to Madison ******** Dodge Jeep RAM due to a no-start issue. The starter clicks but does not engage—consistent with known electrical failures in this model, particularly related to the TIPM (Totally Integrated Power Module). Despite describing these symptoms, the service department refused to test the TIPM and insisted on replacing the starter without proper diagnostic confirmation.
  
  As of today, May 14, 2025, the dealership still has my vehicle. I have not received a single update from Madison CDJR since May 5. The vehicle remains unrepaired and undiagnosed. I consider this a serious lapse in service and consumer care.
  
  Meanwhile, I have been working with ********** case management (Case *********). I missed one call from my case manager on May 8 and returned it within 30 minutes, leaving a voicemail. I made two additional calls that same day and another on May 12, leaving multiple voicemails. On May 12 at around 1:30 PM, I spoke with **** *********, who promised I’d receive a call back after 3 PM within 24 hours. It is now May 14 and I’ve heard nothing.
  
  I purchased this vehicle in November 2022. It has had significant repairs in the past year including water pump, rack and pinion, brake caliper, and radiator—all safety- and performance-critical components. The latest electrical failure leaves me without transportation and uncertain about whether the dealership or ********** is taking accountability.
  
  At this point, I do not want the vehicle returned in its current inoperable condition. I am requesting:
  
  A full electrical diagnosis (including TIPM testing)
  
  Immediate repair at no cost
  
  Written justification for the dealership’s refusal to test known issues
  
  Or, if repairs are not feasible, a vehicle replacement
  
  This has already been reported to the Indiana Attorney General and NHTSA. I expect timely resolution from Madison CDJR or **********.

  Business Response

  Date: 05/29/2025

  see attached letter from dealer we can not speak for Chrysler

  Business Response

  Date: 05/30/2025

  *** had his jeep towed to our dealership for a no start concern, and added he was having other electrical issues before the no start issue happened.  The dealerships 35-year ******** master tech perform system testing to the no start issue and found the starter to be failed. Our service team called *** to explain that the starter failed and that it would need to be installed in order to get the Jeep running to be able to perform any further testing on any other system.  *** disagreed and began to talk about TBS's from ******** and his repair should be a free repair. I then asked for the TSB number and proceeded to input them into Chrysler's system with Ian's vin number imputed as well to be 100% specific these TSBs were attached to his specific make and model. NO TSBs came up with the numbers he supplied, and they even look off as far a ******** TSB numbers would be. I then asked where he got the TSB numbers, he replied they came from the NHTSA site. With his help he directed me to the TSB which reads that the NHTSA was aware of complaints on electrical issues with Ian's year range of Jeep. However, it went on to say (me reading word for word) that there was not enough information to make a recall against ******** and no lawsuit was won or recall was made. *** finally agreed to have us replace the starter. We then had to work the Jeep back into the shops busy workload and replace the starter. The jeep started and was driven and restarted several times to make sure the repair was complete. We called *** and let him know we had that part repaired and he stated that he would take the Jeep back to "his guy" to continue the TIPM testing or replacement.  During the Jeeps time at the dealership *** also send the owner of the dealership a demand email that we would be paying the bill to repair his 12-year-old Jeep that had 157246 thousand miles on it. He has also sent demanding letters to ******** that they replace his jeep at no charge. Do these requests seem not likely? The dealership in my opinion fixed a NO START issue for *** and he decided to take the Jeep back to "his guy" for those other tipm repairs. *** needs to work with ******** as a Corp if he is seeking a buyback that is not anything the dealership can handle with his Jeep being 12 years old and having over 150k miles.

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Had my car towed to this dealership almost 4 months ago. They had been working with the aftermarket warranty company about getting it fixed. The last 6 weeks we have been told they sent the photos the warranty company needed and the warranty company is telling us they haven’t received any photos or any information regarding our vehicle. Every time we call **** from Madison ford we have to wait on hold or leave a message with someone else for her to get back with us and she never calls.